Business Operations Analyst

What you'll do

• Define and govern operational KPIs and performance metrics to provide real-time visibility into business health.
• Translate complex business objectives and operational challenges into data-driven narratives and actionable recommendations for leadership.
• Conduct deep-dive quantitative analyses using text analytics, NLP, and sentiment analysis on large-scale conversation data.
• Partner with Data Engineering to develop data models and infrastructure that serve as a single source of truth.
• Create self-serve dashboards and reporting tools to empower business partners to access and trust data independently.
• Establish data dictionaries and governance standards to ensure consistency across the analytics ecosystem.
• Identify performance trends, anomalies, and forecasting signals to drive continuous improvement in contact center operations.

What we're looking for

• Bachelor's degree in computer science, mathematics, engineering, statistics, econometrics, or another quantitative field.
• 8+ years of professional experience in advanced analytics, data science, or machine learning.
• Proven experience defining and implementing KPI frameworks for new programs and systems while aligning cross-functional stakeholders on definitions.
• Ability to translate business objectives into analytical requirements, data models, and reporting solutions for all levels of the organization.
• Advanced SQL proficiency and experience with Python for data analysis and manipulation.
• Proficiency in data visualization tools (Tableau preferred).
• Experience with text analytics, NLP, and sentiment analysis using conversation or transcript data at scale.
• Master's degree in a quantitative field (preferred); familiarity with Snowflake, AWS, Hadoop, and Airflow (preferred).